Frequently Asked Questions

1. What should I do if I have problems placing my order?

Please contact our Customer Care team for help via our contact page or nat@papillionera.com

2. How do I use a promotional code?

Lucky enough to have a promotional code? Simply enter the code in the designated box labeled 'Gift card or discount code' during checkout, click 'Apply', and if your basket meets the conditions of the offer, your code will apply. Please note sale items are excluded from all promotional codes unless specified otherwise.

3. Can I update my address once an order has been placed?

We have a very small window that allows changes to be made to addresses. Please reach out to the team via nat@papillionera.com during business hours and they will do their best to help.

4. Do you ship to my country?

Right now, we ship to Canada, United States, United Kingdom, Australia and New Zealand. If your country is not on this list, please send an email to discuss shipping options.

PLEASE NOTE: Packages sent to the United States are sent DDP (duties and taxes paid), but all other packages are sent DDU (duties and taxes unpaid), which means these charges are not included in the purchase price on our website. Non-US International customers are responsible for any applicable inbound duties, taxes, and other fees as determined by your local Customs authority.

5. How long does delivery take?

Shipping Estimates are as Follows:

Canada (Domestic):

  • Canada Post Untracked Letter mail 3-8 business days
  • Chit Chats Courier Tracked 3-8 business days
  • Canada Post XpressPost 1-2 business days

US:

  • Chit Chats Courier Tracked 3-8 business days

Australia, New Zealand, UK:

  • Canada Post Tracked Packet International 6-10 business days

6. My order hasn't arrived yet. What do I do?

Once we have dispatched the goods, you will receive a shipping confirmation. If you haven't received your order within specified time of delivery requested please e-mail nat@papillionera.com. You must notify us by email within 14 days of the date on which you ordered the goods.

7. How will my jewelry be packed?

Your jewelry will be packed in a pretty branded cardboard jewelry box. Key chains and ornaments come in cotton drawstring bags.

Gift wrap is an upgrade option and includes the item in a gift box covered by vintage style paper and secured with an organza ribbon bow.

8. Can I track my parcel?

A tracking number is emailed to you when your item is shipped unless you are in Canada and chose the Canada Post untracked letter mail shipping option.

Didn't find what you were looking for? Feel free to contact us at any time!